United Healthcare
Provider Search Experience (Mobile)(Accessibility)
The Challenge
One of the most critical challenges in designing for healthcare was ensuring the experience remained inclusive and WCAG-compliant, without compromising simplicity or usability for the general user base. In an industry where accessibility is not just a best practice but a necessity, we had to thoughtfully balance the needs of users with disabilities alongside those of the broader population. This meant designing interaction models that were intuitive while incorporating multiple forms of visual feedback, such as color contrast, focus indicators, and motion cues, to support users who rely on screen readers, keyboard navigation, or low-vision accessibility tools. A core principle throughout the design process was to ensure every call-to-action (CTA) and interactive gesture included at least two forms of visual indication, aligning with WCAG 2.1 AA standards. This approach not only promoted compliance but also contributed to a more empathetic, human-centered user experience, enabling all users to engage with the product confidently and independently.
As Design Lead, I partnered closely with product, engineer, research, accessibility, and business teams and shaped the product direction. Our work streamlined the design process, improved efficiency, and enhanced the user efficiency by 40% for nearly 62 million users.
Design Workshop
During the design iteration phase, the search bar experience presented multiple challenges that required thoughtful refinement. One key issue was how to implement a visible input label to meet WCAG accessibility guidelines, ensuring clarity for users relying on assistive technologies about what could be searched. Another challenge stemmed from a business requirement to integrate system-generated tags, which ultimately showed low user engagement and value through early feedback.
Once the core interaction patterns and key design elements were validated, we integrated them into the broader product framework to ensure cohesion across the end-to-end experience. To evaluate usability and familiarity, we conducted a comparative and competitive (C&C) analysis of established search experiences across leading platforms. This exercise allowed us to benchmark against familiar search interaction models, ensuring that our design aligned with users’ mental models while still addressing the unique constraints and nuances of the healthcare domain.
During the iteration of the card component, our primary focus was to ensure clear affordance of interactivity by incorporating at least two distinct visual cues to signal clickability. This included the use of color (blue), right-facing chevron icons, and typographic treatments such as bold or underlined text. These visual indicators were aligned with WCAG guidelines to support both visual and cognitive accessibility. Additionally, we conducted layout testing on the hierarchy of title and subtitle text to minimize cognitive load and avoid visual clutter. The goal was to create a clean, scannable component that clearly conveyed hierarchy and purpose while maintaining consistency across the interface.
Given that insurance benefits vary based on individual policy types, the number of cards displayed within the experience was dynamic and unpredictable. To account for a wide range of use case scenarios, we explored interaction models that supported both single-card states and multi-card layouts. This flexible card system was designed to maintain consistency, responsiveness, and visual clarity, whether a user was viewing one benefit or navigating a longer scrollable list.
Outcome
The new provider search experience is live for both web and app and includes:
1. 🔍 Member-specific search: Allows members to find care tailored to individual family members' needs.
2. 🧑💻 Claims-aware search: Utilizes AI and ML to highlight the most relevant providers based on previous services received.
3. 👨+👱 Side-by-side provider comparison: Enables members to compare providers based on their preferences, helping them make informed decisions.
4. 💵 Integrated cost estimates: Offers financial transparency by providing cost estimates for services from various healthcare professionals.
5. 🏅 Best Match search logic: Prioritizes high-value and cost-efficient providers to optimize healthcare spending.
6. 📍 Map view: Enhances the search experience with an interactive map to locate providers easily.
